North Shields care home pioneers feedback app

Appleby Care Home in North Shields is one of the first care homes in the country to use a new app-based quality feedback system.

Operated by Larchwood Care, the home has introduced the HowDidWeDo?’ app to enable families to raise concerns or recognise excellence.

Home manager Edzon Estudillo said: “By introducing this easy to used app that prompts an urgent response from our senior managers, we feel that we are pioneering a new way for care homes to continuously improve.

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“Feedback from the people who live in our services, and their families, whether positive or negative, is one of the best ways to ensure that standards are kept high. For people to know their comments are being treated seriously and dealt with at a high level gives extra peace of mind.

“The app is free to download and we have a tablet in the reception area to encourage any visitors to give instant feedback, even if they do not wish to download the app themselves. We hope that by doing this, we will be able to reward our staff who do a fantastic job, and quickly rectify any issues that may arise.”

Feedback is instantly shared with the senior management team so that positive comments can be passed onto staff and calls for improvement can be acted on immediately.

Don Tatham, whose mother is a Larchwood Care resident, had a call from the CEO just minutes after submitting his feedback.

“The first time I used the app to highlight a concern, I was called by the chief executive on a Saturday afternoon,” Don said.

“He said someone would be at the home on Monday to resolve the matter and there was. I’ve used the app to feedback once more and I’d say to anyone to use it because things do get done.”

HowDidWeDo? Is available from the App Store for iPhones and iPads and the Google Play Store for Android phones and tablets.